Summary
Overview
Work History
Education
Skills
Websites
LANGUAGES
Hobbies and Interests
EXTRA-CURRICULAR ACTIVITIES
Training
Timeline
Generic

RICARDO LEON MALDONADO

Zapopan

Summary

Experienced Business Intelligence and Process Analyst skilled in managing diverse KPI projects to drive client satisfaction. Proficient in Microsoft Excel, Lean Six Sigma, Process Mapping, and PowerBI. Known for adaptability to changing environments, collaborative teamwork, and a relentless drive to achieve optimal solutions for the team's success.

Overview

9
9
years of professional experience

Work History

Software Implementation Specialist

Diligent
09.2024 - Current
  • Led end-to-end onboarding and implementation of SaaS solutions for clients across various industries, ensuring seamless adoption, technical readiness, and high customer satisfaction. Acted as a key liaison between clients and internal teams, aligning product capabilities with customer goals and delivering a consistently high level of service and support.

    Led implementation projects including platform configuration, data migration, and user onboarding

    Provided technical support throughout the process, diagnosing issues and ensuring timely resolution

    Served as the bridge between clients and internal departments (Product, Sales, Support) to ensure alignment and effective communication

    Conducted personalized training sessions to maximize user adoption and platform engagement

    Monitored project progress, maintained timelines, and proactively addressed potential roadblocks

    Collected client feedback and usage insights to improve onboarding processes and support product enhancements

Global Value Add Coordinator

Teleperformance
01.2022 - 08.2024
  • Global Project Coordinator in charge of multiple KPI's projects for all Teleperformance Sites in the world.
  • Launch, track, and solve problems to meet client expectations
  • Excel proficiency, collaborating with business intelligence developing different types of analysis and methodology’s (Waterfall, DMAIC,Pareto,Root Cause,LSS,PowerBI, process mapping)
  • Coordinate across different parties for on boarding and ongoing operations, including customers, vendors, operating staff
  • Digital Floor Walkers and BOT development for the operation

NPS Champion

Teleperformance
06.2020 - 01.2022
  • Development of various compliance reports for Operations/Quality/Training
  • Constant communication with outsource client on developing material to bust KPI expectations.
  • Content Facilitation for Vendor Managers, and staff
  • Project management focused towards customer experience utilizing NPS methodology
  • Follow up and development of supervisors and coordinators

Trainer Bilingual

Teleperformance
01.2018 - 06.2020
  • Development and training of new employees
  • In charge of up to 25 new employees per generation
  • Maintain the operation and support areas of new employees or recent hires
  • Report incidents during the training process
  • Develop material and activities to enrich the training of new employees
  • Execute excellent internal media and leadership skills
  • Give constant training to employees and senior managers
  • Report to the outsourcing client

Quality Analyst

Teleperformance
03.2016 - 06.2018
  • Responsible for planning, executing and ensuring quality during and after production processes.
  • Gather valuable information about customers, needs and preferences.
  • Prepare compliance reports based on monitors and spot-checks
  • Constant feedback and communication with operation.

Education

Highschool - Technical Programming

Univa
01.2015

Master of Science - Audio Engineer

Fermatta
07.2025

Skills

  • Microsoft Office
  • Analytical thinking
  • Facilitator
  • Leadership
  • Adaptability
  • Jira
  • CRM

Websites

LANGUAGES

Spanish
English

Hobbies and Interests

Music, Workout

EXTRA-CURRICULAR ACTIVITIES

Audio Engineer and Sound design Pro Tools proficency Audio Master and Mix Sound Design and programming for videogames

Training

  • Music Production, SAE INSTITUE Mar 2021 — Present
  • ProTools 110, SAE INSTITUE / AVID 2021

Timeline

Software Implementation Specialist

Diligent
09.2024 - Current

Global Value Add Coordinator

Teleperformance
01.2022 - 08.2024

NPS Champion

Teleperformance
06.2020 - 01.2022

Trainer Bilingual

Teleperformance
01.2018 - 06.2020

Quality Analyst

Teleperformance
03.2016 - 06.2018

Highschool - Technical Programming

Univa

Master of Science - Audio Engineer

Fermatta

Similar Profiles

CREATE PROFILE
RICARDO LEON MALDONADO